QA
What are 3 PHIs used to verify a member?
First and Last name
DOB
Address
MID
Where can we find the HPs phone contact?
theNOW
Where do you go to see previous notes in MEP?
Activity
What resource should be utilized daily?
theNOW
What is the Attendance Line phone number?
(877) 438-0397
What is the QA percentage expectation?
93% or better
How long is the standard shipping time for replacement cards?
7-10 business days
What are the 2 ways you can get to the Storefront from MEP?
Launch Nations store/Flex and Create Nations Store Order
What folder houses all forms?
Forms Index
Who do you reach out to if you are having system issues?
PM your direct supervisor and the supervisor on duty, followed by contacting IT
What is the appropriate hold time?
2 minutes
What HP has its own MEP?
Where would a member go to see if an item is eligible in store?
Nations OTC App
What keywords would you use to find IT Ticket template?
IT ticket
What is NCNS?
No Call No Show
What must be done after every call?
Notes
Where do you go to find eligible store locations?
Storefront>Flex>Store Locator
Where would you go to find members plan/program?
Actions>Member info>Plan/Program
Where in the Now would you find the most recent updates for all Health Plans?
Home page - Most recent updates
What are the 2 main reasons we should post in MCO chat?
Reship/Refund
What is the appropriate greeting of a call?
Hello, thank you for calling Nations OTC, your over the counter provider for <plan name>. My name is <your name>, and because quality is important to us, this call will be recorded and may be monitored. With whom do I have a pleasure of speaking with today?
What are the 2 reasons we expedite for? (Benefits card)
If a grievance is filed or if benefits are going to expire
Where would you go to see a Members past orders?
Order history in MEP or Order History in the storefront
What code do you use to find members specific benefit eligibility?
H-code
What is submitted if you forget to clock back in from Lunch?
ADP Correction Form